The HR Knowledge Sr Business Analyst delivers full support through content research, development, best practices, system analysis and continuous improvement for internal-facing HR Knowledge and chatbot/virtual assistant (VA) tools. Partners with HR and IT subject matter experts (SMEs) to create and deliver content that supports HR functions and employee experience. Resolves escalated issues related to this content and drives enhancements and projects. Responsible for analyzing metrics and preparing readouts that drive chatbot adoption and usage. Duties will include:

• Audit, analyze, and update knowledge and bot content on weekly basis,
• Research, write and execute ServiceNow article solutions with HR SME alignment and chatbot/VA best practices,
• Partner closely with IT/vendors to test and deliver chatbot/VA capability and enhancements
• Recommend and develop marketing that promotes HR knowledge and chatbot/VA goals.
• Represent and ensure alignment of HR knowledge across cross-division portals and platforms, including SharePoint Modern.

Primary Responsibilities and Essential Functions
Coordinate, update and disseminate Information:

• Drives HR content managers and functional content owners' use of tools, standards, and process, including authoring, provisioning, tagging, publishing, auditing, and providing expert input/feedback on HR portal content organization.
• Understands or fast learner in Natural Language Processing (intents vs utterances) and how these work with personas/audience.
• Ensures content security with system-based analysis, management, and alignment with boundary partners.
• Updates, creates any information that supports and encourages self-service delivery on HR portals.
• Reviews current content processes and recommends suggestions on process improvement with best practices in mind. Leads teams to develop, design and drive proof of concept on recommended solutions.
• Runs enhancements and projects for HR knowledge and communications tools, including testing.
• Reviews and improves content with relevancy, artificial intelligence in mind
• Solves escalated support requests in partnership with HR Technology analysts and Employee Service Center. Requests may include troubleshooting user front-end access to content or providing process reminders.
• Delivers ad-hoc training for end users in support of self service.
• Provides analysis to support metrics dashboard design and collaborates during reviews. Delivers on recommendations to promote increased self-service and usage of HR knowledge and communications tools as indicated by operational analysis.

QUALIFICATIONS
Minimum

• Bachelor's degree in a related discipline (Knowledge Management, Web Management, Technical Communications, Human Resources, or related advanced degree.) and 4 years' experience in a related content management role. The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field..
• Strong experience in ServiceNow Knowledge Base or similiar tool, and in supporting knowledge across publishing systems, including SharePoint and chatbot platforms.
• Excellent communication skills (written and verbal) a must. Tailor content as needed based on audience and tool.
• Ability to organize, synthesize and securely present codified knowledge (documents, graphics, page-level descriptions, etc.) with business goals in mind
• Strong awareness of (and willingness to research) "best in class" practices for tagging, indexing and otherwise ensuring chatbot content is relevant
• Excellent knowledge of spreadsheets, PowerPoint and other MS Office tools for developing and tracking content
• Strong analytic and diagnostic skills as well as a data-driven and metrics-driven approach
• Excellent editing, reporting and visual presentation skills
• Excellent interpersonal, presentation, and collaborative skills to work effectively with teams throughout the organization
• Hybrid office position requires physical ability to create and assess content using laptop/mobile devices and with occasional limited control over pace of work

Preferred

• Experience in managing conversational artificial intelligence content highly desirable
• Administrative knowledge of MS Office 365 / SharePoint strongly desired, including ability to maintain group-based security
• Knowledge of Photoshop, Illustrator and graphic design a plus

USD 77,000.00 - 115,600.00 per year
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
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